Specifications

Call Detail Record Reports
C – 62 ShoreTel, Inc.
Enumeration Tables Used for QueueCall
Notes
•
ForwardMaxRings is no longer used.
• Exit Reasons for Forwarding (2-5) reflects the call being forwarded from the
workgroup. These are used when the call leaves the workgroup as a result of call
handling and the call handling indicates to forward the call to an internal or
external number. Call handling can also indicate that the call is entering the call
queue for the workgroup. In that case, these exit reasons are not used because the
call does not exit the queue at that point.
• Exit Reason 8, Abandon, is used when the caller drops the call either by physically
hanging up or by taking an option on a Queue Step to hang up.
• Even after a call is forwarded to the queue, it remains on the queue and it may still
be successfully transferred to an agent or abandoned. Exit Reason 1 or 7 is
recorded if either of these occurs.
• In addition to a call being successfully hunted or abandoned while on the queue, it
may exit the queue because of an option taken during a queue step. The call will
exit the queue if the caller takes any of the following options:
— Take a message
— Transfer to extension
— Go to menu
— Exit reasons 9, 10, and 11 have been added to cover these cases.
ExitReason Name Description
0
Null
1
TransferToAgent Hunt succeeded and transferred to agent.
2
ForwardAlways Workgroup forwarding all calls.
3
ForwardBusy All logged in agents on call.
4
ForwardNoAnswer All available agents did not answer.
5
FwdNoLoginAgent No logged in agents.
6
Reserved
7
Abandon Call dropped while in WG or Queue.
8
Reserved
9
TransferVM Option taken to transfer to voice mail
10
TransferExtension Option taken to transfer to an extension.
11
TransferMenu Option taken to transfer to a menu.
12
Pickup Agent picked up call from queue.
13
Unpark Agent parked call from queue.
TargetType Name Description
0Null
1 Agent Workgroup agent.
2 Menu A menu on the ShoreTel system.
3 Mailbox A mailbox on the ShoreTel system.
4 OtherIntrnExtrn Any other extensions to which the call is targeted.